Remote Bilingual Nurse Case Manager- British Columbia (Remote)

Position Type:  Full Time

Department:  Patient Programs

Work Location: Canada

Work Arrangement:  Remote-British Columbia

Work Hours:  Monday to Friday- Standard Office Hours, Required to work rotating shifts between the hours of 8 am and 8 pm (EST) 

Travel Required:  No

A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their patients. We provide innovative solutions focused on ensuring patients have access and the support they need to maximize their treatment outcomes. We do this through strategic distribution models and patient support programs that are backed by powerful, integrated technology, a dedicated in-house creative agency, and experienced, cross-functional teams. Our core capabilities include  Specialty Pharmacy Services, Customized Solutions for Warehouse, Wholesale & Distribution, Patient Support Programs, Strategic Creative Services as well as HCP & Clinic Services.

Come and join our team! But first, let us tell you why we love working here:

• We are 100% Canadian with locations across the country


• State-of-the-art facilities to provide high-quality products and services


• The opportunity to be a part of a winning, high-performing team


• Collaborative, engaging workplace culture – we are passionate about our people!


• Flexible working environment that promotes a healthy work-life balance


• Diverse and inclusive culture where your talent and commitment to excellence is welcomed and valued


• High-growth environment that provides opportunities for learning and growth supported by our Employee Development Program and industry-leading, in-house corporate training offered throughout the year

The Opportunity:

Reporting to the Program Manager, Bilingual Nurse Case Manager is responsible for managing all aspects of the patient support program, working with patients / caregivers and assigned physicians. 

This role represents the core of the patient support program vision. Through an authentic one-to-one relationship (conversations and interactions), the candidate will earn and build trust with patients by providing the individual attention they need to feel cared for and understood in a tailored way. For both patients and health care professionals (HCP)’s, the Nurse Navigator will strive to make each interaction feel trusted, caring, and easy. 

Bilingual Nurse Case Manager will facilitates exceptional customer service by assisting with access to therapy, supporting the following activities, including but not limited to: coordinating patient treatment schedules, responding to any inbound inquiries, conducting periodic outbound interactions, and facilitating the awareness and coordination of wrap around service offerings. 

A Day in the Life (What you will do here):

• Adherence to the College Of Nurses standards of nursing practices; 


• Provide assistive support to patients and health care providers, including therapeutic area education, Program Services and Product specific education; 


• Provide sophisticated telephone support (including motivational interviewing, maintenance calls and adherence support); and be flexible to adapt to patients’ communication preferences (ie. email, text, other); 


• Administer and adhere to case-management protocols, data collection, on-going patient follow-up, compliance, therapy disruption/discontinuation monitoring, adverse event reporting and liaison with primary healthcare providers; 


• Prepare for and attend disease and Product specific training sessions and any related training provided by client; 


• Work directly with the patient, physician and payer to secure funding for the Product and assist with alternative funding searches when needed; 


• Attend and participate in any partnership meeting as needed with the client;


• Attend internal cross-functional meetings as required on Program key performance metrics with a view to continuous improvement, overall satisfaction of the Program and to continuously educate cross-functional partners on the needs of assigned customers;


• Work with patient associations and advocacy groups to assist in sourcing public funding options and other local support resources/services available for patients; 


• Liaise and coordinate with HCPs, specialty pharmacies and nursing services as required, to coordinate infusions, Product delivery and resolve issues as they arise, on an exceptional basis, able to conduct field visits; 


• Provide clear communication and updates to the leadership team and immediately escalate any issues regarding the management of patient cases; 


• Oversee the timely enrollment of patients into the Patient Support Program and acquire in-depth knowledge of public/private and federal funding mechanism;


• Collaborate with patients, insurers, Care Coordinators, and physicians to ensure the necessary documentation is provided for optimal reimbursement coverage, including investigating both public and private insurers and assisting with employer escalations when needed.


• Provide therapy guidelines and educational support to manage both patient and physician expectations based on the approved product monograph.


• Report Adverse Events and Severe Adverse Events (AE/SAEs) accordingly.


• Maintain case management service levels, including telephone response rates, and other established key performance indicators (KPIs).


• Regularly update the Customer Relationship Management (CRM) tool with accurate patient data and relevant entries.


• Foster a spirit of teamwork by collaborating effectively with internal teams.


• Act as a liaison, providing valuable feedback to the Program Manager regarding service quality, training, and other areas of importance.


• Identify and report obstacles to obtaining coverage, ensuring this information is communicated back to the Program.


• Adhere to company policies and procedures.


• Foster teamwork within internal support teams


• Monday to Friday- Standard Office Hours, Required to work rotating shifts between the hours of 8 am and 8 pm (EST) 


• Perform additional duties as assigned by the Manager.

What you need to ensure you are set up for success:

• RN or RPN, Current Registration with the provincial College of Nurses in British Columbia.


• Minimum 3 years’ nursing experience in a clinical setting, with experience in the healthcare, pharmaceutical or insurance industry is an asset


• Bilingual in English and French is required


• Experience in neurology is an asset


• Strong customer service orientation 


• Highly organized with attention to detail and critical thinking skills, attention to detail and think critically


• Strong business acumen and professional phone etiquette


• Capable of handling sensitive issues with discretion


• Must be able to work from home and have a quiet, private home office space 


• Passionate about patient advocacy


• Adaptable and able to efficiently manage multiple tasks


• Excellent problem-solving abilities with a focus on resolving issues quickly and effectively


• Exceptional verbal and written communication skills


• Consistently meets deadlines and holds oneself accountable for results


• Comfortable working with various technologies, including CRM systems and smartphones


• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, etc.)


• High emotional intelligence and empathy; the ability to connect with people


• Listening with empathy, understanding and compassion. Ability to identify and gather cues through motivational interviewing techniques and to anticipate patients’ needs.


• Ability to ease patients’ anxiety, provide motivation and reassurance to help a patient overcome challenges


• Ability to engage and empower patients through conversations that feel genuine and friendly


• Ability to create and maintain trust in working relationships


• Ability to be an effective communicator through varied communication channels


• Ability to face challenges and drive for results


• Ability to empower patients in their journeys yet abstaining from providing medical advice

What makes you a great fit for this team: 

• Your commitment to providing a high level of service to your internal and external clients.


• You are highly adaptable with a track record of success during times of growth and organizational change.


• You have a proven track record of developing trust and influence at multiple levels.


• You demonstrate an impactful and candid communication style.


• You have exceptional organizational skills with the ability to build effective working relationships with colleagues, management, and stakeholders.

Why join Sentrex?

We value our employees! Our permanent full-time employees are provided with a:

• Competitive Salary and generous vacation entitlement


• Wellness Program (5 paid days off for your well-being!)


• Paid Sick Days


• Competitive Benefits Package including Dental & Extended Health Benefits, AD&D, LTD & Employee/Dependent Life Insurance


• Employee & Family Assistance Program


• RRSP Matching Program


• The anticipated base salary/hourly rate range for this role is $76,500.00 - $90,750.00 annually/hourly. The final base salary will be determined based on relevant  

Sentrex Health Solutions is proud to be an equal opportunity employer demonstrated by our commitment to diversity, inclusion, belonging, equity, and accessibility. We provide a safe space for all team members to express their individuality within our corporate culture.

We encourage you to apply and accept all applications. We realize that not every candidate will meet every single desired qualification. If your experience looks a little different from what we have identified and you think you can bring value to the role, we would love to learn more about you!

Accommodations can be made available upon request for those candidates taking part in the selection process.

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